Senior Conversational Experience Designer

Conversational AI Senior Designer This role offers a unique opportunity to join our team as a senior conversational AI designer. You will be working on designing and delivering high-quality conversational experiences for our clients across various industries. Key Responsibilities: Gather requirements, design flows, and write content for IVR, VUI/voice user interfaces, Virtual Assistants, Chatbots, and omnichannel conversational interfaces leveraging NLU and LLMs to understand users. Drive and own persona definition, functional design, process design (including scenario design, flow mapping), prototyping, testing, model/intent training, and definition of support procedures. Work with engagement leadership, project managers, conversational and generative AI architects, developers, UX designers, product managers, and consultants to strategize, design, and deliver enterprise AI servicing solutions for voice and chat. Collaborate with clients, partner professional services teams, and project leadership to identify business requirements and design voice and digital self-service solutions for diverse use cases across industries and modalities, including phone, chat, kiosks, drive-thru, and digital humans (avatars). Design omnichannel and cross-channel solutions aligned with client organizational principles (brand voice and tone, legal, compliance, etc.). Contribute to Deloitte's vibrant design culture through design sprints, workshops, reviews, and related activities with business, technical, and creative leadership (client and internal). Design and deliver POCs, demos, and prototypes in alignment with engagement and practice leadership and sales executives across the firm. Qualifications 6-10+ years of consulting and/or industry experience. Completion of coursework (Egresado) in any pertinent field or industry. Responsible for supporting and leading project workstreams and/or teams. Identifies key drivers, defines problems and proposes solutions. Advanced English level. Relevant work experience in VUI or conversational design in or around contact centers and/or enterprise virtual assistants. Experience collaborating with conversational AI and contact center developers, architects, and other relevant team members. Group facilitation skills, including leading requirements gathering sessions, design reviews, and workshops for a variety of stakeholders from business and technology groups. Fluent in design thinking and UX design methodology as it applies to conversational experiences and interfaces (voice/chat/multimodal). Experience with requirements gathering, documentation, and tracking. Experience designing and delivering conversational and/or generative AI MVPs, pilots, and POCs. Demonstrable experience in designing and/or deploying: VUI / IVR flows for enterprise contact centers (using DTMF, guided speech, NLU, and/or LLMs). Voice and/or text-based conversational flows for virtual agents or virtual assistants. Experience with flow design and prototyping tools (VoiceFlow, Figma, Sketch, Lucid Visio, etc.). Deep understanding of software development lifecycle and agile delivery methodologies. Understanding of natural language technology, the tech stack behind modern conversational experiences – for both NLU and LLMs, and how to design for current abilities and limitations. Preferred Qualifications 1+ years of consulting experience on Contact Center, VUI/IVR, Chatbot/Virtual Assistant and/or Conversational AI projects. Certification or experience with at least one of the following platforms: Amazon Lex / Bedrock; GCP Dialogflow CX / Conversational Agents; IBM Watson/WatsonX, Nice Cognigy, Soundhound Amelia, Amazon Connect, Genesys Cloud CX, Twilio, NICE inContact, Five9, 8x8, Avaya and other cloud CCaaS. Enterprise UX writing, content design, or content strategy experience. Demonstrable experience in Financial Services & Insurance, Healthcare, Technology, Media, Telecommunications, and/or Consumer. Ability to work independently and manage small engagements or large engagements. Strong oral and written communication skills; presentation skills (MS Office, PowerPoint, Visio, etc.). Strong problem solving and troubleshooting skills with mature judgement. Advanced degree in linguistics, human-computer interaction, or relevant content-, writing-or design-focused discipline (e.g., literature / creative writing + technical or design background).

Creado: Jue, 01 de Ene de 1970